BAD SERVICE AND LIES!!!

My Fiance had a policy with this company from 2015, 2016 he had a claim and was asked to send the relevant information and documentation which he did. someone then called him again and asked him to send the same things again and yet again he did. no one came back to him to tell him that his claim was processed and he needs to pay the excess money in. Now fast forward to 2019, i remembered the claim and decided to call in and enquirer about what happened to the claim, someone tell me that they were just waiting for us to pay the excess. We paid the excess and then no one called us again to explain the process. i called in again and asked what was going on and then i got my answers (no one ever calls or emails). then comes a problem, going to the store i was told to go to! What is the point of me going to the store if there's no credit??? you tell us on which days to go but you don't have credit on those days at the shop!!! how do you run Business there??? Then last week Monday i spoke to someone there and we requested a refund since going to the shop was becoming out of the question for us and guess what! Seven working days later, No refund as promised... I am going straight to OMBUDSMAN AND I WILL TELL ALL MY FAMILY AND FRIENDS TO STAY AWAY FROM YOUR COMPANY, EVEN MY CLIENTS. I DON'T WANT ANYONE ELSE GOING THROUGH WHAT ME AND MY FIANCE WENT THROUGH BECAUSE OF YOU PEOPLE.